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About Me

I'm Kyle, and I am deeply passionate about problem-solving and educating customers, especially in the context of emerging technologies and SaaS services. Breaking down barriers between platform creators and diverse user groups is a stimulating challenge I lean into. I believe that each unique product and user base presents incredible opportunities for learning, teaching, and relationship-building.

In my most recent role as a remote User Operations Associate at NerdWallet, I was empowered to provide comprehensive platform support to thousands of consumers by collaborating closely with cross-functional teams and business partners to enhance our products. This experience communicating between product managers, engineers, and partner staff has equipped me with valuable insights into managing consumer relationships, resolving complex challenges, and improving communication processes across teams and partners.

At NerdWallet, I played a pivotal role in reviewing and enhancing the ticket escalation processes, ensuring timely resolutions, and a 100% resolution rate. In this role, I implemented the framework for escalating issues based on their priority. In this I use data to troubleshoot the issue to deduce the business impact of a reported product issue and calculate a priority and a timeline in which the issue could be addressed by engineers without disrupting business. Additionally, I managed the User Operations contractor workforce, overseeing scheduling, training, and resource allocation to ensure a 24 hour SLA and 90% CSAT were met.

Before joining NerdWallet, I served as a Customer Experience Specialist at a fast-growing SaaS startup, where I nurtured relationships with coworking spaces, resolved product challenges, and communicated platform releases to deliver updates effectively to customers. I worked closely with business leaders to achieve business goals and ensure customer happiness.

Earlier experience as a web designer and developer for an international publication company also exposed me to the SaaS landscape. I consulted with clients to develop and manage their online presence using a subscription-based platform.

Before focusing on customer experience roles, I spent time as a web designer and developer for an international publication company serving tradespeoples in commerce. This was my first SaaS experience; helping clients manage their own sites using a new subscription based platform.

Having recently relocated 700 miles to Western Colorado to be closer to family and the great outdoors, I'm eager to contribute my expertise to a dynamic remote team. I'm motivated by learning, problem-solving, and helping others achieve their goals. Meaningful work and a connection to friends, family, and nature are what drive me to excel both personally and professionally.

Thanks for taking the time to read my cover letter. I look forward to the opportunity to discuss how my skills and experiences will make me a great asset to your customers and how I can contribute to the success of your business.